Has your GP introduced a new AI receptionist called Emma? Are you reluctant to speak to her? Well you aren't alone- Healthwatch Rotherham have been talking to many local residents who have all experienced frustrations with the new system. Whilst Emma has not yet been introduced at every Rotherham GP, the roll out is expanding. In consideration of issues such as digital exclusion and reasonable adjustments, this is what the implementation of the AI receptionist could mean for you.
The intention of Emma was to make it easier for patients to book appointments with their GP by reducing the amount of people waiting in hold queues to speak to a receptionist. Whilst for some this has been a positive experience, unfortunately this has not been universal. The feedback Healthwatch Rotherham has received from local residents highlights issues such as digital exclusion and communication issues. One local told us ‘I could never get it to understand me, I ended up just hanging up and not bothering to try and book an appointment’, exemplifying just how frustrating the new system can be to communicate with as, unlike a human, it does not respond well to variations in speech such as regional accents or those with speech impediments. The result of these difficulties comes at a cost to the patients who are left feeling unable to contact their GP without experiencing stress and frustration.
